Configure Urgency for Incident Management

Owned by Enterprise IT
May 08, 2024

What is Urgency? 

Urgency is not about the ‘effect’ but the ‘speed’ and ‘time’ within which a 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 understand the ‘Priority’ of an incident. Urgency is configured at a Tenant level for incidents. 

To configure an Urgency, see Configuring Urgency.
To know more on Global Tenancy, see Global Tenancy Overview.

The following functions can be performed on the Urgency configuration page:

  • Configure and view the Urgency in Global/Local Tenant
  • Edit Urgency configuration in the Local Tenant
  • Delink Urgency configuration

Configure Urgency in Global Tenant

To create an urgency configuration in Global Tenant, perform the following steps: 

  1. Navigate to Incident > Configuration > SLA Configurations > Urgency. 
     
  2. Select the Global Tenant from the left Tenant option, which is a mandatory field. 
     
  3. Click Add New from the right ACTIONS panel to configure new urgency values for a particular tenant. 
    The Urgency Details page is displayed. 

    Figure: Urgency Details page

  4. Enter the Urgency Name and Sort Order.  
    Enable the desired checkbox for Default and Active fields. 
    Click SUBMIT. 
    For more information on fields, see Field Description. 

  5. The configured value is added to the List page post submission.  
    To view the configured value, click SHOW LIST from the right ACTIONS panel. 
    The Urgency List page is displayed. 

View Urgency in Local Tenant

To view the Global Urgency configuration in the Local Tenant, perform the following steps: 

  1. Navigate to Incident > Configuration > SLA Configurations > Urgency. 
     

  2. Select the desired Local Tenant from the left Tenant option, which is a mandatory field. 
    The Urgency List page is displayed.     

    In this List page, the value configured in the Global Tenant is inherited to the Local Tenant. 
    For example, the Demo Urgency high TD value configured in the Global Tenant is inherited and visible on the IT Service Local Tenant List page. 


    Figure: Global Urgency configuration in Local Tenant

    NOTE

    1. i. The ID of the local value will not be the same as the global value. In the backend, a copy of the copy value will be created for every local tenant. These values will carry a reference to the global value. 
       
    2. The Global value in the Local Tenant can be identified with the help of the Globe icon next to the value name.


  3. Click the configured global value hyperlink. The Details- Global Configuration page is displayed. 

    NOTE

    In the Global Tenant configuration, only few fields are editable. 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. 

    The Global Configuration is indicted with a grey-colored Globe Icon


Edit Urgency in Local Tenant

To edit the configured global and local value, perform the following steps: 

  1. Navigate to Incident > Configuration > SLA Configurations > Urgency. 
     
  2. Select the Global Tenant/Local Tenant from the left Tenant option, which is a mandatory field. 
    The Urgency List page is displayed. 
     
  3. Click the configured  Global value/ Local Value Urgency Name hyperlink. 
    The Urgency Details page is displayed. 
     

  4. Edit the required details in Urgency Name, Sort Order, Uncheck/check the Active checkbox. For more information on fields, see Field Description.
    Click SUBMIT.     
     

    The Global Configuration which is edited locally is indicated with a blue colored Globe icon

To delink the urgency values, perform the following steps: 

  1. Navigate to Incident > Configuration > SLA Configurations > Urgency. 
     
  2. Select a Local Tenant pertaining to the same domain as the Global Tenant.  
     
  3. Click the desired Urgency Name hyperlink. 
    The Details – Global Configuration screen is displayed. 
     
  4. Click De-Link from the right ACTIONS panel. 
     

  5. Click SUBMIT. 

    Figure: Urgency Details page- De-Link option 
     

    NOTE

    When the De-Link option is clicked, all the disabled fields will be enabled.

  1. The changes made to the editable fields on the Details-Global Configuration page of Local Tenant will be saved only for the selected Tenant.  
    If any changes are made to the editable fields at the Global Tenant, the changes made on the Local Tenant page are not overwritten. 
     
  2. The changes made to the disabled fields in the Global Tenant, will be inherited to the Local Tenant. 
     
  3. When deactivating a global value in the Local Tenant, the application will not allow deactivating the records because of existing transaction records that are referring to the current value. 
     
  4. In the Global Tenant, the duplication of Urgency Values (Two values having the same Urgency Names) is allowed whereas it is not applicable to Local Tenant. 
     

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. 

Icons 

The following table describes the icons on the WORKGROUP page:

Icon Description

Global Configuration   
Indicated in grey color globe icon.

Global Configuration- Modified Locally   
Indicated in blue color globe icon.

Global Configuration- Delinked
Indicated in grey color globe icon with delink symbol.