Time Sensitive Incidents

The purpose of marking an incident as Time-Sensitive is to help teams quickly identify high-priority issues, streamline response efforts, and ensure critical incidents are resolved without delay. Some incidents require an investigation to be completed within a pre-determined time frame. Marking a case as Time-Sensitive will set parameters specific to the incident to help meet the targeted closing date.

This article guides you on how to mark an incident as Time-Sensitive. It also covers:

• Tag an Incident as Time Sensitive
• Edit Time Sensitive
• Identifying Time Sensitive Incidents

Tag an Incident as Time Sensitive

Follow these steps to tag an Incident as Time Sensitive:

1. Navigate to the Incident Queue page and select the incident to which you want to mark as time sensitive.
2. On the Incident Details page, hover over the more options ellipsis at the top right and select Mark as Time Sensitive.
3. Define the number of days, or select a specific date to remove the time-sensitive tag automatically.
4. Click Mark as Time Sensitive. A confirmation message will be displayed.
5. Once it's marked, a Target Close Date field appears at the top right of the incident detail header.

Edit Time Sensitive

Follow these steps to Edit Time Sensitive:

1. Navigate to the Incident Queue page and select the incident to which you want to edit Time Sensitive.
2. On the Incident Details page, hover over the more options ellipsis at the top right and select Edit Time Sensitive.
3. Users can update the date or adjust the number of days as needed.
4. The user can also select Remove Time Sensitive to remove the tag.

Identifying Time Sensitive Incidents

To identify time-sensitive incidents from the incident queue (Admin and Manager users only):

1. Navigate to the Incident Queue.
2. Time-sensitive incidents will be denoted by a red clock icon appearing to the right of the related Age (Days). 
3. Users can also enable the Mark Time-Sensitive toggle to filter and view only the relevant details.

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