Setting Up Service Request Urgencies
You can define a service request's urgency and thereby set the priority. Low, Medium, and High are examples of urgencies. A service request urgency reflects the customer's perception of the reported service request.
To define service request urgencies:
1. Navigate to the Service Request Urgencies window.
2. Enter an Urgency. The urgency name gives a general description of the urgency, such as low, priority, or critical.
3. Enter a numeric Importance Level, with 1 being the most critical.
Importance Level is informational only.
4. Enter a detailed Description of the urgency.
5. Optionally enter a Start and End Date. These dates set the active time frame for the urgency. If you choose not to enter dates, the urgency is always active.
