Default language.

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.

    Urgency assignment order.JPG

  4. To change the urgency assignment order, click urgency_move_up.gifurgency_move_down.gif.

    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 type

Urgency assignment order

Urgency assigned by administrator

Create a record with the following details

Value displayed in the Urgency field after saving the record

Details

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

LOW

As Client takes the highest priority, the Urgency field displays the priority assigned to the individual client.

Problems

  • Category = Autocad
  • Urgency = None

HIGH

As 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.