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Service Manager Update - 2223


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Regarding this update:


We have added a new feature to include Urgency as part of assessing the importance of a Request. What was the "Escalation" action on a Request, has been renamed "Assessment" which includes Priority, Impact, and now Urgency. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Assessments {CH00165989}

Will this impact the current priorities that we have set up within the system and their SLTs etc?

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Guest Ehsan

Hi @Jeremy,

The enhancement provides an additional option to help assess Requests, there is no impact to priorities or service levels. Urgency is disabled by default; upon enablement, you will be able to determine the urgency level within the Assessment tab.


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