Self-Help Desk Feature: Problem Report Urgency and Alerts
It is always good to know what is going on with user requests and take action before they bang down your door. One way to help better meet user needs is to prioritize user Problem Reports and Service requests based on urgency.
To configure how the urgency factor is computed, open the Application Settings to the Metrics tab:
These weights are used when assigning an Urgency Factor. Especially interesting is the ability to increase the weight of requests by one or more users.
There is also a new view, Requests by\Urgency, which sorts the requests by Urgency Factor.
The Daily Metric Agent is responsible for computing all the metrics, as well as the new Urgency Factor (runs at 1:30 AM by default).
The Urgency Factor also comes into play when the system sends alerts. The Alerts tab in the Application Settings turns on the alert emails:
The alerts are emails to every assignee as well as to all users in the [DBAdmin] role. The emails differ. Assignees receive a list of their most urgent assignments (the Alerts tab determines what percentage of all assignments to include). All [DBAdmin] users (taken from the ACL) receive an email with the most urgent assignments to every Help Desk worker as well as links to tasks that should be performed at least daily:
The agent runs at 3:00 AM by default (should always be run after the Daily Metrics agent runs).
The Home Page has been enhanced for [DBAdmin] users to show two alert types that demand frequent action:
The Send Daily Alerts button runs the agent that sends the alert emails.