The following example shows you how to adjust urgency for a Problem or Incident:
The Urgency field reflects the Area Urgency value from the Incident Area definition. In this case, the Urgency is set to 2-Very Quickly.
If the default Priority Calculation matrix is being used, the Urgency value is incremented by 1 and is set to 1-Immediate. A confirmation message appears that reminds you that the ticket requires special handling. The Activity Log on the Incident Detail page reflects the Urgency value’s changes.
Note: For information about creating contacts and areas, see the Online Help.
Copyright © 2012 CA. All rights reserved. | Tell Technical Publications how we can improve this information |