Call Urgency
According to the ITIL framework, Incidents have an urgency and an impact associated with them. Urgency reflects how quickly the issue must be resolved.
If Impact-Urgency Priority Derivation is selected in the IPK Settings window, the Priority is derived from these two fields.
If your system is partitioned, you should create and define Call Impact, Call Urgency, Call Priority levels, and a Priority Matrix in each partition to ensure that calls logged via an incoming email account are allocated the correct Call Priority.
The urgencies created here are used in defining the Priority Matrix.
Creating an Urgency
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Urgency to open the window. The names of existing call urgency states are displayed, and you can see which one is used as default by the checkbox in the Default column. You can adjust the column widths if required.
Click the "Plus" symbol. A row is inserted in the browse table.
In the Name column, type a name for the urgency state.
Repeat for each urgency state you want to define.
To set an urgency value as a default for a partition, select in the Default column.
To change the order of the urgency names in the table, select an urgency value, select or to change its position in the table.
Save the changes. Provide the Change Reasons if prompted to do so.
Renaming an Urgency
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Urgency to open the window. The names of existing call urgency states are displayed, and you can see which one is used as default by the checkbox in the Default column. You can adjust the column widths if required.
To rename an existing urgency state, select it and type over the name.
Save the changes. Provide the Change Reasons if prompted to do so.
Deleting an Urgency
You cannot restore a deleted urgency. If you delete an urgency by mistake, you must create it again.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Call Urgency to open the window. The names of existing call urgency states are displayed, and you can see which one is used as default by the checkbox in the Default column. You can adjust the column widths if required.
Select the urgency you want to delete. Select . If you attempt to delete the system default, you will receive a warning message.
Save the changes. Provide the Change Reasons if prompted to do so.