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Urgency

Updated on April 5, 2022

Urgency is a numeric value, ranging from 0 to 100, that is displayed in worklists and cases. You can use urgency to bring visibility to unresolved assignments and cases in your application.

The higher the urgency, the more important it is to address the unresolved item. You can adjust the urgency of an item by using a service-level agreement or by using the following standard rules:

  • Work-.UrgencyUpdate — A flow action that you can call while processing a case.

    The integer that you provide is added to the current urgency of the case.

  • Work-.pyUrgencyWorkAdjust — A property that you can set to increase or decrease the current urgency of a case.

    The value that you provide is evaluated by the Work-.pxUrgencyWork declare expression.

  • Assign-.pyUrgencyAssignAdjust — A property that you can set to increase or decrease the current urgency of an assignment.

    The value that you provide is evaluated by the Assign-.pxUrgencyAssign declare expression.

At run time, urgency is updated each time that the value of a standard property changes or a user saves a case.

  • Previous topic Learning about service-level agreements (SLAs)
  • Next topic Setting service-level agreements (SLAs) for case resolution

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