In order to manage the Service Desk record, an Urgency level is assigned to the record during submission. The Urgency together with the Impact helps determine the Priority to be assigned for the record. By default, in built projects have the Urgency levels of 'High', 'Medium' and 'Low' defined. In addition, new Urgency levels can be added. Urgency can be specified for each Service. While submitting the record, the Urgency can be selected from the configured Urgency levels.
Click on 'Urgency, Impact & Priority' option on the right hand side panel.
Click on 'Urgency'. The list of Urgency levels is displayed.
Click on 'ADD' to add a new urgency level or click on any urgency level to modify. The urgency addition screen is displayed.
Select one or more 'Service' from the drop down list.
Enter the 'Urgency' value.
Enter the 'Description'.
Click on 'Add'.
To delete an Urgency level, select the Urgency and click on 'DELETE'.