Configuring Urgency for Service Request

Urgency is not about the ‘effect’ but the ‘speed’ and ‘time’ within which business or customer would want a service to retain to the normal situation or developing or deploying a service. Urgency and Impact are the two critical parameters that drive and help you to understanding the ‘Priority’ of a Service Request. For more information, see Overview.

You can perform the following functions in Urgency Configuration.

• Configure Urgency with Global Tenant
• View Urgency with Global Tenant in Local Tenant
• Delink Urgency

Configure Urgency with Global Tenant

You can create various levels of urgencies of Global Tenants.

To configure an urgency, perform the following steps.

1. Navigate to Request > Configuration > SLA Configurations > Urgency.
   The Urgency List page displayed.
   
   
   Figure: URGENCY
   
   

   Notes

   • By default, Global Tenant is selected. You can select create an urgency for any other local Tenant based on the requirement.
     
     
   • Urgency ID column in the LIST table displays the ID associated with every configuration.
2. On the Urgency listing page, click ADD NEW from the ACTIONS panel.
   The Urgency Details page displayed.
   
   
   Figure: DETAILS
   
   

3. Enter the required details and click SUBMIT.
   Some of the fields are explained in the following table:
   
   

   Field	Description
   DETAILS
   Urgency Name*	Enter the name of the Urgency
   Sort Order	Enter 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 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.

For more information on configuring Urgency in Local Tenant, see Configuring Urgency.

View Urgency with Global Tenant in Local Tenant

Viewing created Urgency (Global) where you can view the required details based on the requirements. The created Urgency displayed with a Globe icon indicating that this Urgency inherited from Urgency created by Global Tenant.

To view the details of an urgency, perform the following steps:

1. Navigate to Request > Configuration > SLA Configurations > Urgency.
   The Urgency List page displayed.
   
   

2. On the URGENCY page, select the desired Local Tenant.
   A list of all the configured Urgency for the selected Tenant is displayed.
   
   
   Figure: URGENCY LIST
   
   

   Note

   To display the inactive Urgency values, click the Include Inactive check box.

Delink Urgency

The delink function enables you to delink a Global Tenant to a Local Tenant. On creating a Global Tenant, the created tenant displays in the local tenant if it is pertaining to the same domain. You can perform the delink functionality in Local Tenant. Urgency created in Global Tenant copied to local tenant indicating with gray global icon corresponding to it as displayed in the following screen.

To delink a Global Tenant, perform the following steps:

1. Navigate to Request > Configuration > SLA Configurations > Urgency.
   
   
2. Select a Local Tenant pertaining to the same domain of the Global Tenant.
   
   
3. Click the Urgency Name corresponding with a gray globe.
   The Edit Detail – Global Configuration screen displayed.
   
   

4. Click DELINK icon from the ACTIONS pane.
   
   
   Figure: Figure: Edit Details – Global Configuration
   
   

   Note

   • A message 'By delinking Global Config, it will be converted to a Local Config, upon clicking Submit’ displayed on top of screen.
     
     
   • All the disabled fields will be enabled to edit after the Tenant is delinked.

   
   

5. Click SUBMIT.
   A confirmation message displayed.
   
   The delinked Urgency displayed with a delink mark on the globe corresponding to the Urgency Name. Now, you can edit this Urgency locally. The changes made to the editable fields on this page are saved only for the selected Tenant. If any changes are made to the editable fields at the Global Tenant level, the changes made on this page are not overwritten.
   
   
   Figure: Edited Local Tenant
   

   On hovering over the delinked Urgency, you can view the tool tip message ‘Global Configuration – Delinked.’