Establishing Support Structure › Priority Calculation › How to Set Priority Calculation › Automatically Adjust Urgency for a Problem or Incident › Adjust Urgency for a Problem or Incident Example

Adjust Urgency for a Problem or Incident Example

The following example shows you how to adjust urgency for a Problem or Incident:

1. On the Administrator tab, create a contact named Non-VIP.
2. Create a special handling contact named VIP and set the Escalate Urgency value on.
3. Create an area named Test Area and specify Area Urgency as 2-Very Quickly.
4. On the Service Desk tab, create an incident.
5. For the Affected End User, select Non-VIP.
6. In the Incident Area, select Test Area and save the ticket.

   The Urgency field reflects the Area Urgency value from the Incident Area definition. In this case, the Urgency is set to 2-Very Quickly.

7. Change the Affected End User to VIP and save the ticket.

   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.