Note

   

This documentation supports the 20.23.01 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

Configuring urgency assignment order

The urgency assignment order is designed to identify which record is considered first when different urgency levels are selected on each record. You can update the urgency assignment order based on the requirements of your account. You can configure urgency for records based on the following fields:

Incidents/Service Requests
  • Broadcast
  • Client
  • Category

Note: Contact and Account are also considered to calculate the urgency for incidents.

Change Requests
  • Initiator
  • Category
Releases
  • Category
Tasks
  • Client
  • Category
Problems
  • Category

Video

The following video (2:22) shows how to configure the urgency assignment order and how urgency is calculated for incidents:

To configure the urgency assignment order

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu select Urgency Assignment Order.
  3. In the Urgency Assignment Order list, select the appropriate record.

  4. To change the urgency assignment order, click .

    Note

    Broadcasts have the highest urgency precedence and cannot be moved down the urgency assignment order. You can change the order of Category and Clients.

  5. If a field with an assigned urgency is changed, to update the Urgency field, select the Recalculate urgency to reflect changes in the urgency assignment order whenever records are updated check box. Note that this setting is applied while updating records.
  6. Click Save.

Example: Calculating the urgency for records

This example shows how urgency is calculated for the following record types:

Record typeUrgency assignment order Urgency assigned by administratorCreate a record with the following detailsValue displayed in the Urgency field after saving the recordDetails
Incidents
  • Broadcast
  • Client
  • Category




  • Broadcast = HR Webinar; Urgency = Medium
  • Client = Erica; Urgency = Low
  • Category = Autocad; Urgency = High




  • Broadcast = HR Webinar
  • Client = Erica
  • Category = Autocad
  • Urgency = None

MEDIUM


As Broadcast takes the highest priority, the Urgency field displays the priority assigned to the individual broadcast record (HR Webinar).
Change Requests
  • Initiator ID = Erica
  • Category = Autocad
  • Urgency = None

LOW


As Initiator ID takes the highest priority, the Urgency field displays the priority assigned to the individual initiator.
Releases
  • Category = Autocad
  • Urgency = None

HIGH.


As Autocad is assigned the high priority, the Urgency field displays HIGH.
Tasks
  • Client ID = Erica
  • Category = Autocad
  • Urgency = None
LOWAs Client takes the highest priority, the Urgency field displays the priority assigned to the individual client.
Problems
  • Category = Autocad
  • Urgency = None
HIGHAs Autocad is assigned the high priority, the Urgency field displays HIGH.

Note

If users manually update the Urgency field on a record form, the urgency specified by users takes precedence. If a broadcast is linked to an incident, urgency specified for the broadcast takes precedence over user's inputs.

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