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I understand the implementation of Impact and Urgency in Service Manager is a existing development story. At the moment in Support Works we capture Impact and Urgency as part of our request logging process, but we do not use the SLA Matrix to calculate the priority (i.e. we have an empty SLA Matrix). Is there a rough timescale on the development story for Impact and Urgency, particularly the standard form in the Progressive Capture to capture their values? Cheers Martyn