Upgrading › Post Upgrade Configuration › How to Set Ticket Values for Self-Service Users › Set the Urgency Range for Self-Service Users

Set the Urgency Range for Self-Service Users

For self-service incidents and requests, you can set default Urgency values in the web.cfg file. When you set a range of Urgency values, self-service users such as employees, VIP employees, or guests can set Urgency values on tickets. The choices that appear to self-service users are based on the range of values that you set in the web.cfg.

To set the default Urgency range for self-service users

1. Open the web.cfg file from the appropriate directory:
   • (Windows) %NX_ROOT%\bopcfg\www\
   • (UNIX) $NX_ROOT/bopcfg/www/
2. For each parameter, specify one or more urgency property values. Separate each value with a space:

   ESCEmpUrg

   Specifies how VIP employees can override Urgency on tickets.

   EmpUrg

   Specifies how employees can override Urgency on tickets.

   AnonymousUrg

   Specifies valid priorities for tickets created by guest users.

3. Save the web.cfg.

   On new tickets, employees, VIP employees, or guests can set Urgency values based on the range of values in the web.cfg.

Example: Show Guests Only Two Urgency Values on a Request

1. Open the web.cfg.
2. Set the AnonymousUrg parameter as 0 4. For example, AnonymousUrg 0 4.
3. Save the web.cfg.

   The Urgency values that appear to the self-service user are 1-When Possible and 5-Immediate. The default Urgency is 1-When Possible.